FAQS

When will my order be dispatched?

We freshly bake cookies for order to ensure optimum freshness. We do not store ready baked cookies in our kitchen.

We aim to bake and dispatch orders placed Sunday-Thursday the next working day. We aim to bake and dispatch orders placed on Fridays and Saturdays on a Monday. Please note this excludes bank holidays. 

 

Can I pre-order for a later date?

If you would like your order sent at a later date please specify this in the additional notes box at checkout. Please note we cannot guarantee delivery on specific date for our postal orders, as we are reliant on Royal Mail, but we can do our best to fulfil your request. 

How will my order be packaged?

Our cookies are wrapped, boxed and then sealed in a postal bag to ensure their safe delivery. All of our cookies are carefully packaged to fit through a standard size letterbox. Please note, if you order multiple boxes they will not fit through your letterbox. 

How long will my cookies stay fresh for?

Our cookies remain fresh for 5-7 days after baking and are always baked on the day of dispatch. Once opened, please store in an airtight container for optimum freshness. 

 

Can I heat my cookies? 

​Absolutely! You can heat them in the microwave for 20-30 seconds or in the oven on 170 for 3-4 minutes. Our cookies are delicious on their own but we also recommend eating them with some ice cream or a warm drink of your choice!

Where do you deliver?

We deliver nationwide (anywhere within Mainland UK).

How much does delivery cost?

We have temporarily suspended our free standard shipping via Royal Mail 1st Class due to the severe COVID-19 related delays Royal Mail are experiencing. A shipping contribution cost of £1.99 is charged at the time of order and items are sent via tracked 24 delivery. Royal Mail do aim to deliver the next working day but please note this is not guaranteed service. A tracking number will be provided within your shipping confirmation which will allow you to track your order.  

Do you accept returns?

As our items are perishable we are unable to accept returns. If for any reason you are unsatisfied with your order please do contact us via email;

info@thecookiemail.com

What happens if my order is severely delayed or does not arrive?

Should for any reason your order does not arrive please do contact us and we will do our best to resolve any issues. Please note it is your responsibility to provide us with the correct shipping address and contact details. We are unable to take responsibility for missed or rejected deliveries or deliveries which have not arrived due to incorrect or incomplete shipping details provided at the time of checkout.  

What methods of payment do you accept?

We accept payment via credit or debit card (via Wix payments) or paypal. 

Are your cookies Vegan?

We do offer Vegan options which are clearly displayed on our website.

Are your cookies gluten free?

The cookies displayed on our website contain gluten. We are able to offer custom made boxes using gluten-free ingredients and of course take utmost care during the baking process. However, due to gluten particles remaining in the air for up to 48 hours we are unable to guarantee the complete absence of traces.

Can I purchase a cookie subscription?

Yes. Our cookies are available to purchase as a one off or via a monthly subscription. You can choose which option you prefer at the time of adding the product to your basket. Subscriptions are available for fixed term periods or on a rolling basis (until cancellation). Your order will be automatically processed each month. To cancel, please contact us and we will process your request. 

Do you supply cookies for events?

Yes we do. We are able to provide individual boxes to multiple addresses for virtual events, wedding favours and large cookie displays. We can add edible logos, messages or pictures. Should you wish to order larger quantities or wish to enquire about a custom order please contact us using the "Get In Touch" button on our site.

Please note;

If you are ordering as a gift please be mindful that chocolate can be harmful to pets so please consider this before placing your order.